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- Tasks: Act as a liaison, solving customer issues and ensuring satisfaction through calls and emails.
- Company: Join OCU Group, a leader in infrastructure engineering for utilities and digital markets.
- Benefits: Enjoy a competitive salary of £27,500 with shift allowance and opportunities for growth.
- Why this job: Be part of a dynamic team, making a real impact while developing your skills in a supportive environment.
- Qualifications: Strong communication skills, previous customer service experience, and proficiency in MS Office required.
- Other info: Night shifts from 23:00 to 07:00, including weekends and holidays.
The predicted salary is between 20000 - 30000 £ per year.
OCU Group are experiencing a significant amount of growth throughout 2025.
This has created an exciting opportunity for a Response Coordinator to join our team in Leeds, Seacroft.
The purpose of the role will be to act as the liaison between our company and our current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision.
Offering Salary: £25,000 + 10% shift allowance = £27,500
Please be aware the working hours are: 23:00pm – 07:00am
This position will require the successful candidate to work bank holidays and weekends, including Christmas and New Year.
Duties And Responsibilities
Customer Interaction:
- Answer inbound calls/emails and respond to customer inquiries in a professional and courteous manner.
- Make outbound calls to customers as required for follow-ups or service updates.
Issue Resolution
- Identify and assess customers\’ needs to achieve satisfaction.
- Provide accurate, valid, and complete information by using the right methods and tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Data Management
- Record details of customer interactions, comments, and complaints.
- Process orders, forms, applications, and requests.
Team Collaboration
- Work closely with team members and other departments to resolve complex issues.
- Participate in team meetings and training sessions to improve skills and knowledge.
Performance Targets
- Meet personal/team qualitative and quantitative targets.
- Strive for continuous improvement and take responsibility for achieving performance targets.
Skill And Experience
- Excellent communication skills, both verbal and written.
- Strong active listening skills and ability to empathise with customers.
- Ability to multi-task, prioritise, and manage time effectively.
- Proficiency in computer applications, including MS Office and CRM software.
- Previous experience in a call centre or customer service role.
- Ability to work under pressure and handle challenging situations calmly and effectively.
Company Information
OCU leads the way in end-to-end infrastructure engineering in the utilities, digital, and energy markets, specialising in safely and efficiently delivering complex client requirements. Our breadth of capabilities and depth of operational capacity, paired with our cutting-edge technology, ensure that we are not just part of the market; we are leading it.
Working directly with many of the country’s leading power, energy transition, water, telecoms and digital clients, we are looking for the very best talent to join our growing team. #J-18808-Ljbffr
Response Coordinator (Night Shift) employer: OCU
Contact Detail:
OCU Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Response Coordinator (Night Shift)
✨Tip Number 1
Familiarise yourself with OCU Group's services and values. Understanding their approach to customer service and infrastructure engineering will help you align your responses during the interview, showcasing how you can contribute to their mission.
✨Tip Number 2
Prepare for situational questions by thinking of examples from your past experiences where you've successfully resolved customer issues. Highlighting your problem-solving skills and ability to empathise with customers will be crucial in demonstrating your fit for the role.
✨Tip Number 3
Since this is a night shift position, be ready to discuss your availability and how you manage working unconventional hours. Showing that you are adaptable and can maintain high performance during night shifts will set you apart from other candidates.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and expectations. This can provide you with valuable information to tailor your approach and demonstrate your genuine interest in joining the team.
We think you need these skills to ace Response Coordinator (Night Shift)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Response Coordinator position. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or call centre roles. Emphasise your communication skills, ability to handle complaints, and any experience with CRM software.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to resolve issues effectively. Mention specific examples from your past experiences that demonstrate your skills and how they align with the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at OCU
✨Showcase Your Communication Skills
As a Response Coordinator, excellent communication is key. During the interview, demonstrate your verbal and written skills by clearly articulating your thoughts and providing examples of how you've effectively communicated with customers in the past.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to resolve customer complaints or inquiries. Think of specific examples from your previous experience that highlight your ability to handle challenging situations calmly and effectively.
✨Highlight Your Team Collaboration Experience
This role requires working closely with team members and other departments. Be ready to discuss your experience in team settings, how you contribute to group goals, and any instances where collaboration led to successful outcomes.
✨Demonstrate Your Ability to Multi-task
Given the fast-paced nature of the role, it's important to show that you can manage multiple tasks efficiently. Share examples of how you've successfully prioritised and managed your time in previous roles, especially in high-pressure environments.
